Tru by Hilton Monroe OH — Hotel in Monroe

Natalie's Exceptional Care Shines Through at TRU!

I recently had the pleasure of staying at TRU by Hilton, and I am compelled to highlight the outstanding service provided by Miss. Natalie at the front desk. Her kindness, promptness, and dedication truly made my stay unforgettable, despite a minor issue with room cleanliness.

Upon arrival, Natalie greeted me with the warmest smile and genuine hospitality. Her attentiveness and willingness to ensure my comfort were apparent from the start. She's just extremely friendly and very sociable! However...I did notice that the floors in my room weren't as clean as I had expected.

To my delight, when I brought this to Natalie's attention, she immediately took charge of the situation. She expressed sincere apologies and promptly cleaned the floor by hand herself, ensuring that it met the highest standards of cleanliness. Her swift response and willingness to rectify the issue left a lasting impression on me.

Beyond this minor setback, TRU by Hilton offers a pleasant and modern ambiance. While the rooms may not have been the cleanest upon my arrival, Natalie's quick action to address the issue exemplified the hotel's commitment to guest satisfaction.

Natalie's exceptional care extended beyond resolving the cleanliness concern. She took the time to provide personalized recommendations for local attractions and dining options and even printed out directions for us, enhancing my overall experience. Her attentiveness, knowledge, and genuine enthusiasm for ensuring guest satisfaction is remarkable!

TRU by Hilton itself provides a comfortable stay with its contemporary design and well-appointed amenities. The complimentary breakfast offered a satisfying start to each day but I do wish there was a larger breakfast set up. Despite the initial cleanliness concern, Natalie's exceptional service overshadowed any minor inconveniences. I wholeheartedly recommend TRU by Hilton, thanks to the exceptional care provided by Natalie. Her kindness, promptness, and dedication were truly remarkable and great service is hard to find these days! They definitely have a star While there was a minor issue with room cleanliness, Natalie's immediate action and personal touch demonstrated the hotel's commitment to guest satisfaction!

When you visit TRU by Hilton, be sure to seek out Natalie at the front desk. Her outstanding service and genuine care will leave a lasting impression on your stay. Thank you, TRU by Hilton, for having such a dedicated team member like Natalie, who goes above and beyond to ensure a memorable experience! I can't wait to visit...

Om May 16 ,Myself (47 )and my 10 year old Grandbaby was traveling from Lexington to Michigan, about an hour on the road I started to get a horrible headache...and because I suffer from eplisey seizures I decided it would be safer to get a hotel. I HAVE FRIENDS AND FAMILY BECAUSE A family member works for Hilton. I stopped in MONROE TRU HILTON and was in obvious distress, the Assistant Manager :Craig" was very rude, started yelling at me in front of my granddaughter because he said my card had declined...and i was showing him the money was there and the charge hsd gone through.....I called the police. They even told him Sir, it shows right here the money came out of the women's account....so I told him let's call customer service. He refused. The cop said ma'am can you just go to another hotel. I explained my medical situation. So he said do you have another card, so I basically paid twice!!!! Went to my room...got straight in the bed...12:06....I laid there thinking how he treated me and I needed my money for our trip....(because he said it would take 3-5 business days for the first one to refund...I called customer service to complain.....got put on hold.....she came back and told me he wanted me and my grandchild to leave. Before I could even respond, I heard a boom. Boom boom....my 10 year old grandbaby scream, jumped out of her bed into mine.... I said who is it. They said it was the police....so I opened the door, wrapped in my blanket because remind you I was so sick i carried nothing in....he told me the assistant manager wanted us to leave.....I said WHY, THE OFFICER SAID HE DIDNT HAVE TO HAVE A REASON.......IT WAS PRIVATE PROPERTY, I PUT MY CLOTHES ON CRYING BECAUSE MY GRANDBABY WAS SCARED To death AND I WAS IN NO SHAPE TO DRIVE.....THEY ESCORTED ME AND HER OUT OF THE HOTEL AT 1:30 IN THE MORNING.......I HAD TO DRIVE TO A HAMPTON IN TRIPP CITY BECAUSE WE COULD not FIND ANYTHING ELSE AVAILABLE THAT WE COULD AFFORD.....(they were so kind and encouraged me to contact hilton again) Thank God we did not have a wreck , injury ourselves or others do to the heartless unprofessionalism and poor customer service.......I will NEVER RECOMMEND TRU BY HILTON AND I TRULY BELIEVE THEY OWE ME MORE THEN a REFUND of MY MONEY.....STILL NEVER RECEIVED THE FIRST REFUND SO BASICALLY THEY GOT MY MONEY WHILE THEY PUT ME AND MY GRANDCHILDS LIFE IN DANGER!!! SHAME ON HILTON TRU AND SHAME ON THE FACILITY/Management FOR ALLOWING THIS KIND OF POOR CUSTOMER SERVICE......and endangering innocent peoples...

We actually didn’t get to stay. Booked a reservation a month in advance for two rooms for a family trip. Tried to check in at 2:45 pm on a Saturday day of check in. No one at front desk waited about 10 mins and then rang the bell for assistance. The woman working was not welcoming in any way. Told rooms not ready to return in an hour that there would be a shift change at 3 pm and the rooms would be made ready. Okay, no problem. We go out for two hours and return at 5 pm. A new lady is at front desk, people ahead of me being told their rooms are not ready and they are frustrated as they have been waiting. When my turn comes and I give name and confirmation numbers I am told my rooms are not ready and it will be another hour. Again, no friendly welcome, no we are sorry for the inconvenience, nothing but a lm attitude of I really do my care and can’t help you. I step away and tell my family. At this point feeling frustrated by the situation and lack of any kind of customer care. I called the Holiday Inn Express next door. The person who answered phone was friendly and professional and said to come on over they had two Queen rooms available immediately. The rate was $20 less per night than the Hilton Tru. I canceled the rooms at Hilton and we went next door and all was great and the kids enjoyed the indoor pool.

This is so disappointing, I am a long time Hilton Honors member and have stayed in hundreds of Hilton properties across the USA and have always had a good experience. I have been Hilton loyal as I know when I stay at a Hilton property the staff will be friendly, the hotel will be clean, the beds comfortable, and my business will be appreciated. This location does not represent the Hilton brand as you would expect. I understand things are challenging in the service industry and everyone is short staffed and those showing up are overworked. I am sympathetic to those situations but when you have an attitude toward me when I’m attempting to check in for a reservation made well in advance at the time you are allowed to check in and I am being respectful and understanding and the other person is not reciprocating that same vibe I am not going to spend my money at your business. This seems to be a consistent problem at this location, rooms not ready at time of check in and waiting and waiting.

Will not book here again if...